Helpdesk FAQ's
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    Welcome to the Helpdesk FAQ! Here, you’ll find answers to common questions, best practices for raising tickets, and guidelines for handling new requests efficiently.


    Frequently Asked Questions (FAQs)


    1. What is the Helpdesk?

    The Helpdesk is your go-to platform for technical support, issue resolution, and general assistance related to our products or services. Our goal is to ensure smooth and efficient resolutions.


    2. How do I raise a ticket?

    To raise a ticket:

    1. Log in to the Helpdesk portal or send an email to ​

    • Odoo Support - odoosupport@odoo.palmate.sa
    • ​MyKites Support - mykites-support@odoo.palmate.sa
    • ​General Support - support@odoo.palmate.sa
    • ​Sales Support - sales-support@palmate.sa

    Portal : 

    Clipboard

    erp.palmate.sa



    2. Fill in the following details:

    • Subject: Brief description of your issue/request.

    • Description: Include a detailed explanation of the issue, steps to reproduce (if applicable), and any screenshots/logs.

    • Type : Issue, Change Request, Question ​


    3. What happens after I raise a ticket?

    Once a ticket is submitted:

    • You’ll receive a confirmation email with the ticket number.

    • A Helpdesk representative will review your ticket and may request additional information.

    • Progress updates will be shared via email or on the portal until resolution.


    4. How can I track my ticket status?

    You can track your ticket through:

    • The Helpdesk portal under the “My Tickets” section.

    • Email updates sent to your registered email address.


    5. What if my issue is urgent?

    For urgent issues (e.g., system downtime), mark your ticket as Critical / High Priority. Additionally, call the Helpdesk hotline at +966114797329 to ensure it’s prioritized.


    Best Practices for Raising a Ticket

    1. Be Clear and Specific: Clearly describe the issue, including relevant details such as error messages, system names, or affected users.

    2. Attach Supporting Files: Add screenshots, error logs, or other documentation to help us understand and resolve the issue faster.

    3. Set Accurate Priority Levels: Avoid marking every issue as “Critical.” This helps the team prioritize truly urgent matters.

    4. Follow the Template (if applicable):